TERESE HAYWARD
Gray
Summary
Passionate and dedicated customer service professional with a proven track record of going above and beyond to exceed customer expectations. Known for delivering exceptional service and building strong rapport with clients through attentive listening, empathy, and problem-solving skills. Adept at anticipating customer needs and providing personalized solutions to ensure satisfaction. Committed to representing the company brand with professionalism and integrity. Demonstrated ability to handle challenging situations with patience and diplomacy, resulting in positive outcomes and customer loyalty.
Detailed claims processor with several years of experience investigating claim information for correctness. Trustworthy teammate with benefit knowledge and rapport-building skills. Noted for thoroughness and ethical customer service.
Overview
8
8
years of professional experience
Work History
Claims Processor/Healthcare Customer Service Representative
Sutherland
01.2020 - Current
- Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
- Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction.
- Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
- Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
- Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.
- Processed insurance claims efficiently and accurately for diverse clients.
- Communicated effectively with clients to gather necessary information for claims processing.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
CLIENT RELATION SPECIALIST
Kelly Connect
08.2019 - 12.2020
- Collaborate cross-functionally with internal teams to develop innovative strategies and proposals.
- Advocate for client needs and priorities within the organization, championing their interests.
- Employ a proactive approach to understanding client objectives and requirements, aligning our services.
- Utilize strong problem-solving skills and resourcefulness to navigate complex situations.
- Conduct thorough analysis of client performance metrics, identifying opportunities for optimization and growth through data-driven insights and strategic recommendations.
CALL CENTER REPRESENTATIVE
Everise
06.2017 - 07.2019
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.
Education
DEGREE -
Blue Cliff College
Houma, LAHigh School Diploma -
H. L. Bourgeois High School
Skills
- Excellent Communication
- Active Listening
- Conflict Resolution
- Stress Management
- Automation Tools
- Technical Proficiency
- Typing Speed & Accuracy
- Complex Problem Solving
- Complaint Handling
- Interpersonal Skills
- Process Improvement
- Documentation Management
- CRM Systems
- Multi-tasking
- Emotional Intelligence
- Customer Feedback
- Time Management
- Customer Service
- Task Management Software
- Strong Leadership
- Remote Work Proficiency
- Conflict Management
- Call Center Operations
- Computer Proficiency
- Quality Assurance
- Resourcefulness
- Claims processing
- Insurance verification
Timeline
Claims Processor/Healthcare Customer Service Representative
Sutherland
01.2020 - Current
CLIENT RELATION SPECIALIST
Kelly Connect
08.2019 - 12.2020
CALL CENTER REPRESENTATIVE
Everise
06.2017 - 07.2019
DEGREE -
Blue Cliff College
High School Diploma -
H. L. Bourgeois High School